The dissertation case study will be based on the technological industry as a whole. The main research needs to focus on how customers perceive the service they are provided with by IT professionals (for example, support offered to customers by the tech support teams in all apple outlets). The qualitative research required for this would include surveys of customers that could be divided into two categories: demographic profile and perceptions. Additionally, interviews with IT providers would also prove beneficial for the study. The interviews should include a few basic details of the interviewees (role in the firm, length of experience, and if training has been beneficial to them in providing the services to customers) in addition to any other relevant queries. Even though the main focus of the dissertation will be the perception of the consumers of customer interface, some examination of the concept of ‘training and development’ should also be carried out in order to form a detailed study of how and why customers’ perceive these services the way they do and will also create a link with the interviews of the IT providers.
Referencing must be done in Harvard Reference Style.
STRUCTURE OF DISSERTATION
Here is the format:
1)Acknowledgements
2)Contents
3)Lists of tables/figures
4)Abstract
5)Introduction
6)Literature Review
7)Methodology
8)Analysis & Findings
9)Conclusion & Final Remarks
10)References/Bibliography
11)Appendices
